Meh, apologies only go so far. Good customer service would have been not creating the customer service problem in the first place. Did Entourage mark the wrong date on their office calendar for the release of the Pocket Edge and get caught off guard? Did they think that HSN customers were going to be low-maintenance? Remember, it was their decision to release it on HSN rather than a more tech-savvy point of sale, and they chose the date of release. These aren't just accidents that they had no control over.

But it is good that dontpanic is up-front and honest about it. I would never give my phone number to a random person on the Internet, though.